Taking a long view towards quality improvement: an intentional approach to solving wicked problems and improving student experience

Hamshire, Claire; Barrett, Neil; Forsyth, Rachel

Abstract

Quality enhancement projects in universities frequently rely on short term, fragmented studies implemented in response to snapshot data linked to student feedback. Such projects may not address the complex interplay across stakeholder groups and do not always acknowledge the unintended consequences of change. This paper, focused on systems design, draws on research conducted over seventeen years and demonstrates how an intentional approach to linked quality enhancement projects can influence quality culture across an institution. The use of a longitudinal wicked problem theory approach allows the consideration of students’ experiences as multi-faceted, influenced by a wide range of stakeholders and interrelated factors. This approach can be used to co-create actions, building trust in the cultural changes needed for long term improvements and ensuring that investment in large-scale institutional changes is effective.

• Journal Article Type: Article
• Acceptance Date: Jan 21, 2024
• Online Publication Date: Feb 28, 2024
• Publication Date: Feb 28, 2024
• Deposit Date: Feb 5, 2024
• Publicly Available Date: Aug 29, 2025
• Journal: Quality in Higher Education
• Print ISSN: 1353-8322
• Electronic ISSN: 1470-1081
• Publisher: Routledge
• Peer Reviewed: Peer Reviewed
• Volume: 30
• Issue: 3
• Pages: 410-426
• DOI: https://doi.org/10.1080/13538322.2024.2307063